Act as escalation resource for Support, coordinating complex issue resolution.
Liaise with Engineering and Product to troubleshoot issues and drive improvements.
Improve tools and processes to optimize customer interactions and workflows.
Mentor and train Technical Support Engineers to handle complex cases.
Create documentation and best practices to upskill the team.
Represent customer feedback to Product and Engineering to enhance Automox features.

🎯 Requirements

3+ years in technical support or escalation in SaaS/IT
Expertise with macOS, Windows or Linux
PowerShell and Bash scripting
Experience bridging Support and Engineering
Familiarity with Zendesk and knowledge management tools
Experience with SQL queries and APIs or configuration management tools (MECM/Jamf/Chef/Puppet/Ansible)

🎁 Benefits

Salary range: $105,000 – $115,000 USD
Equity for full-time employees
401K match
Flexible PTO, generous sick time

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